Business Optimization Program Manager

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function

The Business Optimization Program Manager for Intuitive Customer Service is responsible for analyzing, enhancing, and managing customer service processes to ensure an intuitive and seamless experience. This role focuses on driving analytics-based insights, managing programs / projects, and implementing process enhancements to improve customer satisfaction and operational efficiency.  This individual will also be responsible for representing the department on assigned projects throughout their respective lifecycles. 

This individual will focus on improving the customer and user experience. They will have a proven ability to streamline processes and improve business system UI/UX to simplify customer interactions and help support business growth and scale. This individual must demonstrate a high degree of business system knowledge, optimization skills, and experience collaborating with IT and other cross-functional teams and possess strong communication skills.   

The successful candidate will have a strong track record of driving business system efficiencies through improvements to workflows and the addition of novel technologies in contact center and Salesforce Service cloud environments. This role will be based on-site at our campus in Peachtree Corners, Georgia.  

Key Responsibilities: 

Analytics and Reporting: 

• Leverage advanced data analytics tools to gather, interpret, and synthesize customer service data. 
• Establish key performance indicators (KPIs) to measure the effectiveness and efficiency of documented processes 
• Develop comprehensive reports and dashboards to provide insights into key performance indicators (KPIs) and trends. 
• Generate reports and provide insights to management on process performance, identifying areas for further improvement 

Program Management: 

• Oversee the initiation, planning, execution, and closure of customer service enhancement programs. 
• Coordinate with cross-functional teams to ensure alignment and progress towards strategic objectives. 
• Implement rigorous project management methodologies to ensure timely delivery and adherence to budget. 
• Acts as US Customer Service POC for business system implementation testing and introduction    

Process Enhancements: 

• This position will support strategic goals by examining processes, evaluating challenges, and implementing changes to drive improved quality and operational efficiency 
• Conduct thorough evaluations of current customer service processes to identify inefficiencies and areas for improvement. 
• Collaborate with stakeholders to design innovative process enhancements aimed at elevating customer experiences. 
• Ensure seamless integration and effective communication of process changes across all relevant departments. 

Stakeholder Collaboration: 

• Establish and maintain strong relationships with internal and external stakeholders to facilitate seamless collaboration. 
• Organize and lead workshops and meetings to gather comprehensive input and feedback from stakeholders. 
• Ensure alignment of customer service strategies with broader organizational goals. 
• Collaborate with cross-functional teams to identify, document, and standardize existing processes 

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